Vacancy at Pal Pension

Pal Pension – We are a licensed Pension Fund Administrator with over 7 years of professional experience in Pension Funds Administration. We were incorporated on April 14, 2005 to manage and administer retirement savings contributions of employees in Nigeria as a result of the Pension Reform Act of 2004. Pensions Alliance Limited is a joint venture between First Securities Discount House Limited (FSDH) (now known as FSDH Merchant Bank) and African Alliance Insurance Company Limited.

We are recruiting to fill the position below:

Job Title: Customer Service Representative
Location: Oyo

Category: Customer Service
Level: Recent Grad
Job Type: Full-Time
Duration: Fulltime/Long-term
Start date: 08/18/2016

Job Description

• To ensure that the goals and objectives of PAL regarding customer service is carried out and maintained through hard work and dedication to delighting both internal and external customers.


• To provide effective support to PAL customers.


• Provide timely feedback to the Head, Pension Service Centre on customer trend, issues and areas of focus.


• Provide timely feedback to the business on customer complaints, enquiries, trend/ behaviour.


• To ensure that the call centre provides first call resolution to most complaints.


• To minimize call escalations through effective coaching and support.


• Create and foster a positive, successful, and professional work environment where staff choose to work and achieve their goals.

Live Chat:

• Log on between 8am-5pm


• Ensure no missed chats


• Quality in Service and Query resolution


• Offline messages must be responded to on the 1st working day after the message was sent

Letters:

• All letters received must be logged in the CRM


• Response to all letters 24 hours of receipt

Telephone calls (Inbound):

• Log on CRM immediately


• Resolution time max 24 hrs

Client Profile Update:

• DOB (approval from PENCOM)


• New Employer (RC Number/TIN/PENCOM Employer code)


• Others


• Updated on Sybase within 24 hours and on ELO within 48 hours on receipt of request and complete documents

NSTIF:

• Compilation to PENCOM/Trustfund for approval


• Follow up and reminders to PENCOM/Trustfund


• Request to DPFC for payment on receipt of approval


• Payment and notification of Client

Outband Emails:

• Once a month + EMS (By 2nd working day of the month)

Newsletter:

• Material just be ready 1st day of the last month of the quarter (1st March,1st June, 1st September 1st December)


• Topics to be submitted 2 weeks to the beginning of each year.

Social Network: Twitter, Facebook, LinkedIn

• Log on CRM – immediately


• Query Resolution – 2 hours on receipt of query


• Conversational calendar – review and approval 2 weeks before end of month

PAL HNI:

• Compile list and send to regions last week of preceding month


• Provide Support (Order Cake and cards)


• Ensure funds are transferred to the regions by 1st working day of the month


• Ensure cards are signed and sent to regions by 1st working day of the month

SMS Alert:

• Daily Transaction


• B/D


• MSD/Customer forum ( Staff Request)


• Payment Notification ( Daily)


• Report submitted at the end of the week

Reporting:

• Reports of all activities for the week compiled and send to Head, Pension Service Centre

Desired Qualities

• Minimum Educated level:
  
  • Bachelor’s Degree in any discipline
  
  
  • A Masters degree will be an added advantage
  
  
  • 1-2 years relevant experience
  
  


• Verbal and written communication skills


• Listening skills


• Problem analysis  solving


• Customer service orientation


• Organizational skills


• Attention to detail


• Sound judgment


• Team work


• Stress tolerance


• Resilience


• Pleasant and friendly mannerism


• A sound knowledge of telephone etiquette


• Strong knowledge of the company’s products


• Basic computer knowledge/technological skills


• Ability to comprehend, capture as well as interpret basic customer information.


• Respectful


• Ability to adapt to change


• Punctuality


• Dependability; to follow instructions as well as take responsibility for their actions and also keep commitments

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:

Vacancy at Pal Pension